System and method for integrated virtual assistant-enhanced customer service

ABSTRACT

A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA&#39;s and with contact centers through an interface, for services and functionality to be improved and automated.

CROSS-REFERENCE TO RELATED APPLICATIONS

application No. Date Filed Title Current Herewith SYSTEM AND METHOD FORapplication INTEGRATED VIRTUAL ASSISTANT- ENHANCED CUSTOMER SERVICE Is acontinuation of: 15/876,885 Jan. 22, SYSTEM AND METHOD FOR 2018INTEGRATED VIRTUAL ASSISTANT- ENHANCED CUSTOMER SERVICE which claimsbenefit of, and priority to: 62/534,166 Jul. 18, SYSTEM AND METHOD FOR2017 INTEGRATED VIRTUAL ASSISTANT- ENHANCED CUSTOMER SERVICE the entirespecification of each of which is incorporated herein by reference.

BACKGROUND OF THE INVENTION Field of the Art

The disclosure relates to the field of contact centers, and moreparticularly to the field of integrating consumer-facing virtualassistants with contact centers to deliver virtual assistant-enhancedcustomer service.

Discussion of the State of the Art

As Virtual Assistants (VAs) become more and more widespread, andparticularly as they are applied to home control and home assistantfunctions (as exemplified by AMAZON ECHO™), they become a natural entrypoint for consumers to interact with enterprises. Today, when consumersinteract in real time with enterprises (other than when they visit thepremises of enterprises, such as when they visit a retail establishmentor a bank branch), they generally do via one of the enterprise's contactcenters. While virtual assistants today can make calls (sometimeslimited to calls to other users of the same type virtual assistant; itis common in the art for virtual assistants to be provided by companiessuch as AMAZON™ and APPLE™ via a comprehensive VA platform, and callsmay be made between users of such platforms without using traditionaltelephony), they do not take advantage of information and capabilitiesavailable in contact centers widely in use in the art.

What is needed are a system and various methods for integrated virtualassistant-enhanced customer service.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

The accompanying drawings illustrate several aspects and, together withthe description, serve to explain the principles of the inventionaccording to the aspects. It will be appreciated by one skilled in theart that the particular arrangements illustrated in the drawings aremerely exemplary, and are not to be considered as limiting of the scopeof the invention or the claims herein in any way.

FIG. 1 (PRIOR ART) is a typical system architecture diagram of a contactcenter including components commonly known in the art.

FIG. 2 is a system diagram illustrating an exemplary system architecturefor a system for integrated virtual assistant-enhanced customer service,according to a preferred embodiment.

FIG. 3 is a system diagram illustrating a virtual assistant interfacedesign, according to an aspect.

FIG. 4 is a system diagram of an architecture for a standalone virtualassistant interface service, according to an aspect.

FIG. 5 is a system diagram of an architecture for a service broker usinga virtual assistant interface, according to an aspect.

FIG. 6 is a method diagram illustrating an exemplary program flow for aVA, VA interface, and contact center to communicate, according to anaspect.

FIG. 7 is a message flow diagram illustrating possible communicationbetween a call center IVR, VA interface, and call center router,according to an aspect.

FIG. 8 is a message flow diagram illustrating another possiblecommunication process between a call center IVR, VA interface, and acall center router, according to an aspect.

FIG. 9 is a message flow diagram illustrating another possiblecommunication process between a call center internal VA, VA interface,consumer VA, and standard contact center components, according to anaspect.

FIG. 10 is a block diagram illustrating an exemplary hardwarearchitecture of a computing device.

FIG. 11 is a block diagram illustrating an exemplary logicalarchitecture for a client device.

FIG. 12 is a block diagram showing an exemplary architecturalarrangement of clients, servers, and external services.

FIG. 13 is another block diagram illustrating an exemplary hardwarearchitecture of a computing device.

DETAILED DESCRIPTION

The inventor has conceived, and reduced to practice, a system and methodfor integrated virtual assistant-enhanced customer service.

One or more different aspects may be described in the presentapplication. Further, for one or more of the aspects described herein,numerous alternative arrangements may be described; it should beappreciated that these are presented for illustrative purposes only andare not limiting of the aspects contained herein or the claims presentedherein in any way. One or more of the arrangements may be widelyapplicable to numerous aspects, as may be readily apparent from thedisclosure. In general, arrangements are described in sufficient detailto enable those skilled in the art to practice one or more of theaspects, and it should be appreciated that other arrangements may beutilized and that structural, logical, software, electrical and otherchanges may be made without departing from the scope of the particularaspects. Particular features of one or more of the aspects describedherein may be described with reference to one or more particular aspectsor figures that form a part of the present disclosure, and in which areshown, by way of illustration, specific arrangements of one or more ofthe aspects. It should be appreciated, however, that such features arenot limited to usage in the one or more particular aspects or figureswith reference to which they are described. The present disclosure isneither a literal description of all arrangements of one or more of theaspects nor a listing of features of one or more of the aspects thatmust be present in all arrangements.

Headings of sections provided in this patent application and the titleof this patent application are for convenience only, and are not to betaken as limiting the disclosure in any way.

Devices that are in communication with each other need not be incontinuous communication with each other, unless expressly specifiedotherwise. In addition, devices that are in communication with eachother may communicate directly or indirectly through one or morecommunication means or intermediaries, logical or physical.

A description of an aspect with several components in communication witheach other does not imply that all such components are required. To thecontrary, a variety of optional components may be described toillustrate a wide variety of possible aspects and in order to more fullyillustrate one or more aspects. Similarly, although process steps,method steps, algorithms or the like may be described in a sequentialorder, such processes, methods and algorithms may generally beconfigured to work in alternate orders, unless specifically stated tothe contrary. In other words, any sequence or order of steps that may bedescribed in this patent application does not, in and of itself,indicate a requirement that the steps be performed in that order. Thesteps of described processes may be performed in any order practical.Further, some steps may be performed simultaneously despite beingdescribed or implied as occurring non-simultaneously (e.g., because onestep is described after the other step). Moreover, the illustration of aprocess by its depiction in a drawing does not imply that theillustrated process is exclusive of other variations and modificationsthereto, does not imply that the illustrated process or any of its stepsare necessary to one or more of the aspects, and does not imply that theillustrated process is preferred. Also, steps are generally describedonce per aspect, but this does not mean they must occur once, or thatthey may only occur once each time a process, method, or algorithm iscarried out or executed. Some steps may be omitted in some aspects orsome occurrences, or some steps may be executed more than once in agiven aspect or occurrence.

When a single device or article is described herein, it will be readilyapparent that more than one device or article may be used in place of asingle device or article. Similarly, where more than one device orarticle is described herein, it will be readily apparent that a singledevice or article may be used in place of the more than one device orarticle.

The functionality or the features of a device may be alternativelyembodied by one or more other devices that are not explicitly describedas having such functionality or features. Thus, other aspects need notinclude the device itself.

Techniques and mechanisms described or referenced herein will sometimesbe described in singular form for clarity. However, it should beappreciated that particular aspects may include multiple iterations of atechnique or multiple instantiations of a mechanism unless notedotherwise. Process descriptions or blocks in figures should beunderstood as representing modules, segments, or portions of code whichinclude one or more executable instructions for implementing specificlogical functions or steps in the process. Alternate implementations areincluded within the scope of various aspects in which, for example,functions may be executed out of order from that shown or discussed,including substantially concurrently or in reverse order, depending onthe functionality involved, as would be understood by those havingordinary skill in the art.

Conceptual Architecture

FIG. 1 (PRIOR ART) is a typical system architecture diagram of a contactcenter 100, known to the art. A contact center is similar to a callcenter, but a contact center has more features. While a call center onlycommunicates by voice, a contact center adds email, text chat such asbut not limited to instant messaging, social media posts and SMSinteraction, and web interfaces to voice communication in order tofacilitate communications between a customer endpoint 110, and aresource endpoint 120, through a network 130, by way of at least oneinterface, such as a text channel 140 or a multimedia channel 145 whichcommunicates with a plurality of contact center components 150. Acontact center 100 is often operated through an extensive open workspacefor agents with work stations that may include a desktop computer 125 orlaptop 124 for each resource 120, along with a telephone 121 connectedto a telecom switch, a mobile smartphone 122, and/or a tablet 123. Acontact center enterprise may be independently operated or networkedwith additional centers, often linked to a corporate computer network130. Resources are often referred to as agents, but for inside sales,for example, they may be referred to as sales representatives, or inother cases they may be referred to as service representatives, orcollection agents, etc. Resource devices 120 may communicate in aplurality of ways, and need not be limited to a sole communicationprocess. Resource devices 120 may be remote or in-house in a contactcenter, or out-sourced to a third party, or working from home. Theyhandle communications with customers 110 on behalf of an enterprise.Resource devices 120 may communicate by use of any known form ofcommunication known in the art be it by a telephone 121, a mobilesmartphone 122, a tablet 123, a laptop 124, or a desktop computer 125,to name a few examples. Similarly, customers 110 may communicate in aplurality of ways, and need not be limited to a sole communicationprocess. Customer devices 110 may communicate by use of any known formof communication known in the art, be it by a telephone 111, a mobilesmartphone 112, a tablet 113, a laptop 114, or a desktop computer 115,to name a few examples. Communications by telephone may transpire acrossdifferent network types, such as public switched telephone networks,PSTN 131, or via an internet network 132 for Voice over InternetProtocol (VoIP) telephony. Similarly, VoIP or web-enabled calls mayutilize a Wide Area Network (WAN) 133 or a Large Area Network 134 toterminate on a media server 146. Network types are provided by way ofexample, only, and should not be assumed to be the only types ofnetworks used for communications. Further, resource devices 120 andcustomer devices 110 may communicate with each other and with backendservices via networks 130. For example, a customer calling on telephonehandset 111 may connect through PSTN 131 and terminate on a privatebranch exchange, PBX 147, which is a type of multimedia channel 145. Avideo call originating from a tablet 123 may connect through an internetconnection 132 and terminate on a media server 146. A customer devicesuch as a smartphone 112 may connect via a WAN 133, and terminate on aninteractive voice response unit, IVR 148, such as in the case of acustomer calling a customer support line for a bank or a utilityservice. Text channels 140, may comprise social media 141, email 142,SMS 143 or as another form of text chat, IM 144, and would communicatewith their counterparts, each respectively being social server 159,email server 157, SMS server 160, and IM server 158. Multimedia channels145 may comprise at least one media server 146, PBX 147, IVR 148, and/orBOTS 149. Text channels 140 and multimedia channels 145 may act as thirdparties to engage with outside social media services and so a socialserver 159 inside the contact center will be required to interact withthe third party social media 141. In another example, an email server157 would be owned by the contact center 100 and would be used tocommunicate with a third party email channel 142. The multimediachannels 145, such as media server 146, PBX 147, IVR 148, and BOTS 149,are typically present in an enterprise's datacenter, but could be hostedin a remote facility or in a cloud facility or in a multifunctionservice facility. The number of communication possibilities are vastbetween the number of possible resource devices 120, customer devices110, networks 130, channels 140/145, and contact center components 150,hence the system diagram on FIG. 1 indicates connections betweendelineated groups rather than individual connections for clarity.

Continuing on FIG. 1 (PRIOR ART), shown to the right of text channels140, and multimedia channels 145, are a series of contact centercomponents 150, including servers, databases, and other key modules thatmay be present in a typical contact center, and may work in a black boxenvironment where internal operation is concealed and only input andoutput data may be readily visible to observers, and may be usedcollectively in one location or may be spread over a plurality oflocations, or even be cloud-based, and more than one of each componentshown may be present in a single location or may be cloud-based or maybe in a plurality of locations or premises. Contact center components150, may comprise a routing server 151, a SIP server 152, an outboundserver 153, a computer telephony integration server CTI 154, a state andstatistics server (also known and referred to herein as a STAT server)155, an automated call distribution facility, ACD 156, an email server157, an IM server 158, a social server 159, a SMS server 160, a routingdatabase 170, a historical database 172, and a campaign database 171. Itis possible that other servers and databases may exist within a contactcenter, but in this example, the referenced components are used.Additionally, a server may be a physical device or may be a virtual orhosted device, such as a cloud-hosted server provided by a serviceprovider for use, or an off-site server that may be accessed or utilizedremotely. Continuing with the example given above, in some conditionswhere a single medium (such as ordinary telephone calls) is used forinteractions that require routing, media server 146 may be morespecifically a private branch exchange (PBX) 147, automated calldistributor (ACD) 156, or similar media-specific switching system.Generally, when interactions arrive at media server 146, a routerequest, or a variation of a route request (for example, a SIP invitemessage), is sent to session initiation protocol SIP server 152, or toan equivalent system such as a computer telephony integration (CTI)server 154. A route request is a data message sent from a media-handlingdevice such as media server 146 to a signaling system such as SIP server152, the message comprising a request for one or more targetdestinations to which to send (or route, or deliver) the specificinteraction with regard to which the route request was sent. SIP server152 or its equivalent may, in some cases, carry out any required routinglogic itself, or it may forward the route request message to routingserver 151. Routing server 151 executes, using statistical data fromstate and statistics server (STAT server) 155 and (at least optionally)data from routing database 170, a routing script in response to theroute request message and sends a response to media server 146 directingit to route the interaction to a specific target resource 120. Inanother case, routing server 151 uses historical information from ahistorical database 172, or real time information from campaign database171, or both, as well as configuration information (generally availablefrom a distributed configuration system, not shown for convenience) andinformation from routing database 170. STAT server 154 receives eventnotifications from media server 146 or SIP server 152 (or both)regarding events pertaining to a plurality of specific interactionshandled by media server 146 or SIP server 152 (or both), and STAT server155 computes one or more statistics for use in routing based on thereceived event notifications. Routing database 170 may of course becomprised of multiple distinct databases, either stored in one databasemanagement system or in separate database management systems. Examplesof data that may normally be found in routing database 170 may include(but are not limited to): customer relationship management (CRM) data;data pertaining to one or more social networks (including, but notlimited to network graphs capturing social relationships within relevantsocial networks, or media updates made by members of relevant socialnetworks); skills data pertaining to a plurality of resources 120 (whichmay be human agents, automated software agents, interactive voiceresponse scripts, and so forth); data extracted from third party datasources including cloud-based data sources such as CRM and other datafrom SALESFORCE.COM™, credit data from EXPERIAN™, consumer data fromDATA.COM™; or any other data that may be useful in making routingdecisions. It will be appreciated by one having ordinary skill in theart that there are many means of data integration known in the art, anyof which may be used to obtain data from premise-based, singlemachine-based, cloud-based, public or private data sources as needed,without departing from the scope of the invention. Using informationobtained from one or more of STAT server 155, routing database 170,campaign database 172, historical database 171, and any associatedconfiguration systems, routing server 151 selects a routing target fromamong a plurality of available resource devices 120, and routing server151 then instructs SIP server 152 to route the interaction in questionto the selected resource device 120, and SIP server 152 in turn directsmedia server 146 to establish an appropriate connection between customerdevices 110 and target resource device 120. In this case, the routingscript comprises at least the steps of generating a list of all possiblerouting targets for the interaction regardless of the real-time state ofthe routing targets using at least an interaction identifier and aplurality of data elements pertaining to the interaction, removing asubset of routing targets from the generated list based on the subset ofrouting targets being logged out to obtain a modified list, computing aplurality of fitness parameters for each routing target in the modifiedlist, sorting the modified list based on one or more of the fitnessparameters using a sorting rule to obtain a sorted target list, andusing a target selection rule to consider a plurality of routing targetsstarting at the beginning of the sorted target list until a routingtarget is selected. It should be noted that customer devices 110 aregenerally, but not necessarily, associated with human customers orusers. Nevertheless, it should be understood that routing of other workor interaction types is possible, although in any case, is limited toact or change without input from a management team.

FIG. 2 is a system diagram illustrating an exemplary system architecturefor a system for integrated virtual assistant-enhanced customer service,according to a preferred embodiment. As shown, virtual assistant 275 isoperated by a user, typically of a mobile device 270, using spokencommands (although text-based virtual assistants and mixed-mode VA's areknown in the art). VA 275 may be a fully-functional, unmodified VA suchas APPLE SIRI™ or AMAZON ALEXA™, or it may be a VA with a plugin 276,such as an ALEXA™ skill (or similar vendor-specific plugin type).Virtual assistant 275 may communicate via the Internet 202 and/or apublic switched telephony network 201 to interact with (for example,exchange messages and/or establish synchronous sessions with) one ormore contact centers such as cloud contact center 200 to intercede onbehalf of its user or to provide enhanced customer service from one ormore enterprises to the user of VA 275. A cloud contact center (or, inanother aspect, premise-based or hybrid-architecture contact centers)may be structured similarly to the contact center described in FIG. 1.In general, cloud contact center 200 will comprise, in addition totypical contact center components such as a router 230, a media server210, and an interactive voice response (IVR) 215. Typically, one or morestate engines 235 will be provided, to maintain state informationpertaining to contact center components (including resources such asagents 255 and bots 251, which may be hosted and/or resident inenterprise 250, that is, remotely from cloud contact center 200.Although often combined or operating within IVR 215, text-to-speech(TTS) server 218, automated speech recognition (ASR) server 217, andnatural language understanding (NLU) server 216 may be implemented asstandalone computing devices or services, including as servicesoperating on clustered computing devices. Moreover, TTS 218, ASR 217,and NLU 216 may be operated by a third party such as a platform forproviding VA services (e.g., AMAZON ALEXA™ platform or APPLE SIRI™platform, among many others). In order to interact with VA 275, cloudcontact center may also comprise a VA interface 220, which is describedmore fully (in an exemplary aspect) with reference to FIG. 3, and aninternal virtual assistant 221, which may act on behalf of one or moreenterprises (possibly with configurable and dynamically changingbranding and/or personalizations), to interact directly with VA 275either under the control of, or in cooperation with, VA interface 220.In some cases, enterprise 250 may have its own switches 260 and customerrelationship management (CRM) database 265; in other aspects, allswitching may be handled in cloud contact center 200 by router 230 andmedia server 210, as well as customer database 240. It will be evidentto one having ordinary skill that an architecture such as that shown inFIG. 2 may provide for full interoperability of VA 275 and enterprise250, mediated by cloud contact center 200 with VA interface 220.

FIG. 3 is a system diagram illustrating a connection between a virtualassistant interface 220, according to an aspect, and an exemplary systemarchitecture for a contact center internal VA 221. VA interface 220 maycomprise one or more platform-specific VA interfaces 220 that allowmessages to be received from and sent to one or more virtual assistantplatforms. For example, VA interface 220 may comprise a SIRI™ interface301, an ALEXA™ interface 302, GOOGLE HOME™ 303, GOOGLE ASSISTANT™ 304,and so on. Various modules may be hosted on and services provided by VAinterface 220, including but not limited to: an identification,verification, and authentication (ID&V) service 310 (that may provideID&V services for users on behalf of, in addition to, or instead of ID&Vby VA platform providers, or for VA's that operate independently withouta platform provider), a VA register service 320 (that provides forAPI-based registration of new VA instances of known types), a VA routerservice 330 (that route requests from VA 275 to an appropriate resourceassociated with cloud contact center 200 or one or more enterprises250), a VA state engine 340 (that maintains specialized stateinformation and computes statistics pertaining to VA 275 as well asinternal VA 221 and enterprise bots 251), and a session manager 350 forinstantiating VA interaction sessions, maintaining session-level stateand variables, and managing/killing sessions as appropriate. VAinterface 220 will typically maintain a VA registry 360, although athird party may also provide such a registry. In an aspect, VA 275registers via VA registration service and thereupon a data objectcorresponding to VA 275 is entered into and maintained in the VAregistry 360. A script engine 370 may load and run scripts maintained ina script database 380, and control operations of specific sessions usingsession-appropriate scripts and data/events from VA state engine 340,and driving thereby the behavior of a plurality of VA 275 interactions.

FIG. 4 is a system diagram of an architecture for a standalone virtualassistant interface service 220, according to an aspect. Thearchitecture of FIG. 4 is more distributed, and shows interactionsdirectly between a standalone VA interface 220 and a plurality of VAplatforms 275, on the one hand, and between the standalone VA interface220 and a plurality of contact centers 430, 431, 431 (of whateverarchitecture, as described above) and remote resources such as remoteagents 255, remote workers 440, and specialized third party services(for example, third party ID&V services, brokerage services, auctionservices, and the like). According to a preferred aspect, a VA interface220 may be connected through the internet 202, to infrastructureprovided by corporations which run known VA software 275—including butnot limited to Amazon 411 possibly with Amazon Echo 401, Apple 412possibly with SIRI 402, and Google 413 possibly with Google Assistant403/Google Home 404. Corporate-run VA's 450, which may be proprietaryfor individual corporations, and customer service bots and automatedsystems 420, may also connect through the internet 202 to the VAinterface service 220. Through this internet 202 connection, these orother VA 275 software systems, customer service bots 420, and corporateVA's 450, may communicate with a VA interface service 220 who mayestablish communications protocols and rules, connect to variousdatabases or other internet 202 servers or services as required, toestablish communications with various contact centers 430, 431, 432.These contact centers may all be separately owned or operated, and maycommunicate with a VA interface service 220 to facilitate communicationsbetween the numerous disparate VA systems 275 that may communicate withcontact centers. Depending on the service requested by a user takingadvantage of a VA 275 and using the interface service 220, freelanceworkers 440 may also be used, and independent agents. Services capableof being requested by a user with this system include many differentservices normally routed through contact centers and requiring manualcall-in from a user, including but not limited to setting upappointments, technical support, making payments for bills, and more, ifthe service is integrated with a contact center 430, 431, 432 orfreelance agent 440 that supports VA interface communication 220.

FIG. 5 is a system diagram of an architecture for a service broker usinga virtual assistant interface 220, according to an aspect. Thearchitecture shown in FIG. 5 illustrates yet another aspect, wherecomplete ecosystems comprising VA platforms 505, marketplaces 506, VA's504, and enterprises 501, 502, 511, 512 specific to the ecosystems 500,510, which interact with a specialized mediation platform 520 (whichcould be implemented as an added service of cloud contact center 200,but need not be), which itself comprises a VA interface 220, a scheduler521 (for example, to initiate scheduled VA interaction sessions ineither outbound or callback modes), an analyzer 522 (for analyzing theextensive real-time data passing through the interface service), anoptimizer 523 (for applying machine learning including but not limitedto reinforcement learning, dilated or deep convolutional neuralnetworks, and the like to achieve optimal results againstenterprise-specific goals using VA 275 interactions mediated by themediation service), and a transaction engine 524 with a transactiondatabase 525 (facilitating, for example, the provision of servicescompetitively sourced by the interface platform to a plurality of endusers 503). Communication may also be accomplished, according to anaspect, with another enterprise 531 with a different ecosystem 530. Thisenterprise will have a contact center 531 rather than their own VA's 504and will use a interface system 220 as described earlier, using acontact center 430 as shown in FIG. 4. Such a hypothetical enterprise530 or 540 may or may not have a separate marketing department 532 whichmay communicate separately with the contact center 531, 541 or with a VAinterface system 220 as the Enterprise dictates.

It will be appreciated by those having ordinary skill in the art thatmany valuable use cases may be provided by mediated VA services providedusing one or more aspects of the present invention. A general programflow is described, according to an aspect, in FIG. 6. The first step inthe majority of use cases for this system is that a user will request aservice or product 610, which would require interacting with a contactcenter or service provider in some manner, or dialing a person'sindividual phone number. The most common VA's on the market (includingCortana, SIRI 402, Amazon Echo 401, and Google Assistant 403) all haveinformation about the user stored in their respective devices or in thecloud, and it is not unreasonable as most in the art would agree, toassume that most commercial VA's will have such, given this precedent.Therefore a VA would compile relevant information that is stored aboutthe user 620, possibly including name, address, payment information, ormain computing devices in the household of the user in question, asdeemed appropriate by both the VA 275 software and the user. A VA 275could then, according to a user's request, search for providers of theservice or product requested and find best matches for a user to choosefrom 630, using many possible parameters—including distance to user'shome, user's stored preferences for certain things such as music if therequest pertains to music, and more. A user may choose the best optionfrom a list provided by the VA, or the VA may automatically choose thebest option 630, depending on the implementation of the VA by themanufacturer. Communications through the internet 202 will then beestablished between the user's VA 275 and a VA interface 220, allowingfor the interface to normalize communications between the user's VA 275and a corporate VA 504 or a corporation's agents 255 or freelanceworkers 440 as dictated by the enterprise or service provider.Communications that may be passed between the VA interface 220 and theaforementioned corporate resources may include user ID, call ID, useraddress, and other required information for the enterprise or serviceprovider 640. The interface will then relay information andcommunications 650 between the user's VA 275 and the corporate VA 504,agents 255, or freelance workers 440.

It will be readily apparent to any skilled in the art that this systemand methodology will add functionality for users and enterprises alike,while offering improved operation from close integration with contactcenter and other enterprise resources that may not be possible withtraditional consumer-oriented VA implementations (such as on asmartphone or smartwatch). For example:

-   -   Providing contact center and integrated home assistants as end        points increases convenience for customers and reduces        infrastructure for business that can rely on *aaS solutions for        more and more of their business;    -   If a user asks their VA 275 such as Cortana or SIRI to “order        flowers for my mother”, deciding which provider 630 connected to        the interface fulfills this service will essentially combine        search engine and phone call functionality into an easy-to-use        voice command;    -   Take data from an initial “bot” stage of an application flow,        and data already known about the user (identity, demographics,        credit score, purchase history, etc.) 620, and use this to        pre-fill IVR 215 data and data for intelligent routing using        cloud contact center 200, updating CRM data 265 as needed and        presenting it to agents or enterprise bots 251;    -   Using bot-gathered data and data known about the user 620, as        well as previous interaction history, to trigger a request for a        call back from an appropriate agent 650. This could trigger a        notification when attempting to set up the call. This would be        only one manner of exchanged communications mediated by a VA        interface 220.        -   a. Frank—“Alexa I'd like to talk to HSBC about my mortgage            application” Alexa—“Sure, your normal representative Julie            isn't available at the moment, shall I get her to call you            back when she's free” Frank—“Yes” . . . some time later            (Green light) Alexa—“Julie is ready to talk to you now,            shall I put her through?” Frank—“Yes” Julie—“Hi Frank, I can            see we just need your solicitors letter to get the mortgage            approved, is that what you wanted to talk about?”    -   When a home assistant gets a purchase request for a service not        directly supplied by a VA platform provider, the VA interface        220 could go in real-time to many different suppliers 630 to        fulfill the service. One can imagine that in real-time, one has        a service that many suppliers could bid for in real-time.        Bidding could include many parameters, not just price, so could        include reputation scores (93% of customers were satisfied),        delivery constraints etc. This is another manner of        communications that could be facilitated by the VA interface        220. Data and communications between enterprises and a user's        personal VA 275 could be dynamic and diverse to meet business        and user needs.        -   a. “Alexa could you order a bouquet of flowers for my mother            tomorrow” request for summer bouquet delivery to 75 Acacia            Avenue, Mansfield, next day response 1 ($50, 94%            satisfaction) response 2 ($47, 92% satisfaction)        -   b. Which selection to pick would be based on a personality            profile of the user, e.g. what is their preferred balance            between cost and quality. This profile could come for direct            questions and experience built up over time;    -   A service broker receives a request for service from a virtual        assistant 275 of a user (for example, a potential buyer views a        real estate listing online and wishes to see the property,        requesting the viewing using her virtual assistant), and selects        a service provider 630 (for example, by auctioning, or by        considering location, price, service quality level, personal        “fit”, etc.), and negotiates delivery before connecting the        service provider to the virtual assistant of the requesting user        650; and    -   Assist a driver, via the driver's virtual assistant 275, to        select optimal work patterns (wherein the driver may shift from        driving service A to driving service B dynamically based on        market conditions in the driver's locale) 630, in managing her        work. The VA interface 220 may negotiate with bots 251 or apps        of the two (or more) driving service companies on behalf of the        driver, while interacting with the driver using the driver's        virtual assistant.    -   Automation of certain web services, including payment of bills        using already in place payment services (such as PayPal, Google        Pay or Amazon Pay and online debit card transactions), wherein a        user may simply tell their VA 275 to, for example, pay their        phone bill using information the VA 275 may gather or have        stored 620, possibly the user may speak a passcode aloud, and        the phone bill may be paid for that month. Similar concepts of        paying for bills may be implemented using this system.    -   Connectivity with other web services such as popular blogging        websites (tumblr, blogspot, and more), or website design, for        basic functionality, if the VA 275 is able to store or query the        user for information pertaining to their website 620. For        example, a user could request their VA 275 to remove their last        blog post so they can review it and edit it later, and this        request would be passed to a bot 251 operated by the enterprise        in charge of the web service. They could also request their VA        to add a search bar to their website, for users to search their        website for desired material. Success or failure to perform the        action could be communicated back to the VA 650, and additional        queries for information may also be passed, if additional        parameters are required as determined by a VA.    -   Services that may be purchasable with a VA's help may include        things such as airline tickets or hotel reservations, wherein        the user may specify required information 620 and the VA could        report options and prices to the user 630, for final decision        making, before communicating the ticket or reservation purchase        to the enterprise bot 251, 650. This archetype of interaction        extends beyond these two examples.    -   Contact and call center functionality may be associated with        tech-support services, in the minds of many consumers. A user        may be able to ask their VA to contact technical support for a        given product or service either in the form of a complete query        or with the VA querying additional information from a user 620,        and the VA may wait on hold instead of the user, drastically        reducing frustration for many. VA use may also provide        additional avenues for support, such as using video or photo        assistance that might ordinarily be difficult or impossible (for        example, a user might be able to take a photo of a        malfunctioning device for tech support, or a video of the        troubleshooting steps they've performed). Another option could        be for a user to ask their VA 275 their specific technical        question 620, and through the use of online searching and        tech-support automated calling 650, give the user several common        suggestions on how to fix their problem, eliminating the need to        speak with a human at all. A VA may also be able to passively        monitor environmental cues, such as sensor information (for        example, any of the wide variety of hardware sensors readily        available in smartphones or IoT devices) or audio listening, for        example a VA may overhear audio from a television and        proactively notify a user of updates to a news story or alert        them that the story is “fake news”, after cross-referencing the        information through online sources or services in the        background.

Other functionality for automated services and more may exist which isnot anticipated by this disclosure, but may be covered by the aspectsspecified already.

FIG. 7 is a message flow diagram illustrating one possible exchange ofmessages between a customer's VA 275, a parent corporation'sinfrastructure 710 (as is common for virtual assistants in the currentstate of the art), a cloud-enabled VA interface 220, a contact center'sinternal VA 221, a contact center's media server 210, interactive voiceresponse 215 found in many contact centers, a call router 230 which isalso often found in contact centers, and an agent or agents to routeusers to 255 from the contact center. The first message will in mostcases be the consumer VA interface 275 communicating over the internetprotocol with the infrastructure of their parent corporation 710, 720,such as Apple, Amazon, Google, or the like—this is commonly done withvirtual assistants to assist in their operation. The corporation'sinfrastructure will then assist the virtual assistant in opening aconnection over internet protocol 730 with a contact center's virtualassistant interface 220, before the VA interface 220 forwards thecustomer's virtual assistant 275 to create a connection with thecloud-enabled contact center's interactive voice response 215, 740.Through this connection (formed either over internet protocol or a PSTNnetwork) the contact center IVR 215 will then query information from thecustomer's VA 275 in a similar manner, conceptually, to how an IVR mightask a human user for information 750, for call center routing purposesor to determine sentiment information from voice information provided byVA 275. The customer's VA 275 may then fill in any information it mayalready have, or ask the user for any missing information, in place ofthe user speaking directly with an IVR 215 system, and the VA 275 willthen forward that information to the IVR 215 in place of the userthemselves 760. As is typical for most contact center IVR 215 systems,the complete information will then be run through a script and send theuser and any relevant information through a call router 230, 770, to berouted to an agent or agents 255 as determined by the contact center780.

FIG. 8 is a message flow diagram depicting a different use case using asimilar system architecture to FIG. 7. The first three steps areidentical to FIG. 7—the user's VA 275 will connect to their corporate710 infrastructure 720 for any necessary functionality, and then connectto a VA interface 220 for eased communications with internal contactcenter components 730, before being forwarded to the contact center'sIVR 215 system 740. From there however there are major differences inthe approach, as depicted in the next message in the diagram, wherebythe IVR 215 sends the call script to the user's VA 275 to be run on theVA 275 rather than on the IVR 215 itself 810, thereby no longerrequiring a connection to the contact center's IVR 215. A user's VA 275may then run the script in place of the contact center's IVR 275, andmay ask any required information of the user without connection to theIVR 275 component. Information gathered from this may then be used toconnect to the contact center's VA interface 220, 820, before sendingthe user through the corporate router 230, 830, to be routed through thecontact center to an agent or agents 255, 780.

FIG. 9 is a message flow diagram depicting a different use case using asimilar system architecture to FIG. 7 and FIG. 8. The first two stepsare identical to the ones in FIG. 7 and FIG. 8, connecting a user's VA275 to the VA's corporate infrastructure 710 for any functionality notprovided locally (as is commonplace in some instances of modern virtualassistants using a wi-fi or cellular data connection) 720, and thenconnecting to a cloud-enabled contact center's VA interface 220, 730. Anext possible step for integration with virtual assistants and contactcenters may be to establish a session between the user's VA 275 and thecontact center's internal virtual assistant software 221, 910, for whicha token—indicating either success or failure—will be sent back to thevirtual assistant interface 220, 920. Such token usage is common and maybe implicit in parts of the other use cases of this invention, and islisted here only for explanation in this use case in particular. Thistoken may be forwarded to the customer's virtual assistant 275 toindicate success or failure of the connection 930. A user's VA 275 maythen send relevant data about the user as required by the internal VA221 for the call or request performed, to the VA interface 220, 940,which may then be forwarded to the internal VA 221, 950. Session datauseful for the contact center to process and/or store for futureanalysis may then be sent to the contact center's media server 210, 960,and from there, the user's virtual assistant 275 will be sent to therouter 230 using data gathered between the interaction of the internalVA 221 and user's VA 275, 970, to be routed through to an agent oragents as determined by the contact center's router 780.

Hardware Architecture

Generally, the techniques disclosed herein may be implemented onhardware or a combination of software and hardware. For example, theymay be implemented in an operating system kernel, in a separate userprocess, in a library package bound into network applications, on aspecially constructed machine, on an application-specific integratedcircuit (ASIC), or on a network interface card.

Software/hardware hybrid implementations of at least some of the aspectsdisclosed herein may be implemented on a programmable network-residentmachine (which should be understood to include intermittently connectednetwork-aware machines) selectively activated or reconfigured by acomputer program stored in memory. Such network devices may havemultiple network interfaces that may be configured or designed toutilize different types of network communication protocols. A generalarchitecture for some of these machines may be described herein in orderto illustrate one or more exemplary means by which a given unit offunctionality may be implemented. According to specific aspects, atleast some of the features or functionalities of the various aspectsdisclosed herein may be implemented on one or more general-purposecomputers associated with one or more networks, such as for example anend-user computer system, a client computer, a network server or otherserver system, a mobile computing device (e.g., tablet computing device,mobile phone, smartphone, laptop, or other appropriate computingdevice), a consumer electronic device, a music player, or any othersuitable electronic device, router, switch, or other suitable device, orany combination thereof. In at least some aspects, at least some of thefeatures or functionalities of the various aspects disclosed herein maybe implemented in one or more virtualized computing environments (e.g.,network computing clouds, virtual machines hosted on one or morephysical computing machines, or other appropriate virtual environments).

Referring now to FIG. 10, there is shown a block diagram depicting anexemplary computing device 10 suitable for implementing at least aportion of the features or functionalities disclosed herein. Computingdevice 10 may be, for example, any one of the computing machines listedin the previous paragraph, or indeed any other electronic device capableof executing software- or hardware-based instructions according to oneor more programs stored in memory. Computing device 10 may be configuredto communicate with a plurality of other computing devices, such asclients or servers, over communications networks such as a wide areanetwork a metropolitan area network, a local area network, a wirelessnetwork, the Internet, or any other network, using known protocols forsuch communication, whether wireless or wired.

In one aspect, computing device 10 includes one or more centralprocessing units (CPU) 12, one or more interfaces 15, and one or morebusses 14 (such as a peripheral component interconnect (PCI) bus). Whenacting under the control of appropriate software or firmware, CPU 12 maybe responsible for implementing specific functions associated with thefunctions of a specifically configured computing device or machine. Forexample, in at least one aspect, a computing device 10 may be configuredor designed to function as a server system utilizing CPU 12, localmemory 11 and/or remote memory 16, and interface(s) 15. In at least oneaspect, CPU 12 may be caused to perform one or more of the differenttypes of functions and/or operations under the control of softwaremodules or components, which for example, may include an operatingsystem and any appropriate applications software, drivers, and the like.

CPU 12 may include one or more processors 13 such as, for example, aprocessor from one of the Intel, ARM, Qualcomm, and AMD families ofmicroprocessors. In some aspects, processors 13 may include speciallydesigned hardware such as application-specific integrated circuits(ASICs), electrically erasable programmable read-only memories(EEPROMs), field-programmable gate arrays (FPGAs), and so forth, forcontrolling operations of computing device 10. In a particular aspect, alocal memory 11 (such as non-volatile random access memory (RAM) and/orread-only memory (ROM), including for example one or more levels ofcached memory) may also form part of CPU 12. However, there are manydifferent ways in which memory may be coupled to system 10. Memory 11may be used for a variety of purposes such as, for example, cachingand/or storing data, programming instructions, and the like. It shouldbe further appreciated that CPU 12 may be one of a variety ofsystem-on-a-chip (SOC) type hardware that may include additionalhardware such as memory or graphics processing chips, such as a QUALCOMMSNAPDRAGON™ or SAMSUNG EXYNOS™ CPU as are becoming increasingly commonin the art, such as for use in mobile devices or integrated devices.

As used herein, the term “processor” is not limited merely to thoseintegrated circuits referred to in the art as a processor, a mobileprocessor, or a microprocessor, but broadly refers to a microcontroller,a microcomputer, a programmable logic controller, anapplication-specific integrated circuit, and any other programmablecircuit.

In one aspect, interfaces 15 are provided as network interface cards(NICs). Generally, NICs control the sending and receiving of datapackets over a computer network; other types of interfaces 15 may forexample support other peripherals used with computing device 10. Amongthe interfaces that may be provided are Ethernet interfaces, frame relayinterfaces, cable interfaces, DSL interfaces, token ring interfaces,graphics interfaces, and the like. In addition, various types ofinterfaces may be provided such as, for example, universal serial bus(USB), Serial, Ethernet, FIREWIRE™ THUNDERBOLT™, PCI, parallel, radiofrequency (RF), BLUETOOTH™, near-field communications (e.g., usingnear-field magnetics), 802.11 (WiFi), frame relay, TCP/IP, ISDN, fastEthernet interfaces, Gigabit Ethernet interfaces, Serial ATA (SATA) orexternal SATA (ESATA) interfaces, high-definition multimedia interface(HDMI), digital visual interface (DVI), analog or digital audiointerfaces, asynchronous transfer mode (ATM) interfaces, high-speedserial interface (HSSI) interfaces, Point of Sale (POS) interfaces,fiber data distributed interfaces (FDDIs), and the like. Generally, suchinterfaces 15 may include physical ports appropriate for communicationwith appropriate media. In some cases, they may also include anindependent processor (such as a dedicated audio or video processor, asis common in the art for high-fidelity A/V hardware interfaces) and, insome instances, volatile and/or non-volatile memory (e.g., RAM).

Although the system shown in FIG. 10 illustrates one specificarchitecture for a computing device 10 for implementing one or more ofthe aspects described herein, it is by no means the only devicearchitecture on which at least a portion of the features and techniquesdescribed herein may be implemented. For example, architectures havingone or any number of processors 13 may be used, and such processors 13may be present in a single device or distributed among any number ofdevices. In one aspect, a single processor 13 handles communications aswell as routing computations, while in other aspects a separatededicated communications processor may be provided. In various aspects,different types of features or functionalities may be implemented in asystem according to the aspect that includes a client device (such as atablet device or smartphone running client software) and server systems(such as a server system described in more detail below).

Regardless of network device configuration, the system of an aspect mayemploy one or more memories or memory modules (such as, for example,remote memory block 16 and local memory 11) configured to store data,program instructions for the general-purpose network operations, orother information relating to the functionality of the aspects describedherein (or any combinations of the above). Program instructions maycontrol execution of or comprise an operating system and/or one or moreapplications, for example. Memory 16 or memories 11, 16 may also beconfigured to store data structures, configuration data, encryptiondata, historical system operations information, or any other specific orgeneric non-program information described herein.

Because such information and program instructions may be employed toimplement one or more systems or methods described herein, at least somenetwork device aspects may include nontransitory machine-readablestorage media, which, for example, may be configured or designed tostore program instructions, state information, and the like forperforming various operations described herein. Examples of suchnontransitory machine-readable storage media include, but are notlimited to, magnetic media such as hard disks, floppy disks, andmagnetic tape; optical media such as CD-ROM disks; magneto-optical mediasuch as optical disks, and hardware devices that are speciallyconfigured to store and perform program instructions, such as read-onlymemory devices (ROM), flash memory (as is common in mobile devices andintegrated systems), solid state drives (SSD) and “hybrid SSD” storagedrives that may combine physical components of solid state and hard diskdrives in a single hardware device (as are becoming increasingly commonin the art with regard to personal computers), memristor memory, randomaccess memory (RAM), and the like. It should be appreciated that suchstorage means may be integral and non-removable (such as RAM hardwaremodules that may be soldered onto a motherboard or otherwise integratedinto an electronic device), or they may be removable such as swappableflash memory modules (such as “thumb drives” or other removable mediadesigned for rapidly exchanging physical storage devices),“hot-swappable” hard disk drives or solid state drives, removableoptical storage discs, or other such removable media, and that suchintegral and removable storage media may be utilized interchangeably.Examples of program instructions include both object code, such as maybe produced by a compiler, machine code, such as may be produced by anassembler or a linker, byte code, such as may be generated by forexample a JAVA™ compiler and may be executed using a Java virtualmachine or equivalent, or files containing higher level code that may beexecuted by the computer using an interpreter (for example, scriptswritten in Python, Perl, Ruby, Groovy, or any other scripting language).

In some aspects, systems may be implemented on a standalone computingsystem. Referring now to FIG. 11, there is shown a block diagramdepicting a typical exemplary architecture of one or more aspects orcomponents thereof on a standalone computing system. Computing device 20includes processors 21 that may run software that carry out one or morefunctions or applications of aspects, such as for example a clientapplication 24. Processors 21 may carry out computing instructions undercontrol of an operating system 22 such as, for example, a version ofMICROSOFT WINDOWS™ operating system, APPLE macOS™ or iOS™ operatingsystems, some variety of the Linux operating system, ANDROID™ operatingsystem, or the like. In many cases, one or more shared services 23 maybe operable in system 20, and may be useful for providing commonservices to client applications 24. Services 23 may for example beWINDOWS™ services, user-space common services in a Linux environment, orany other type of common service architecture used with operating system21. Input devices 28 may be of any type suitable for receiving userinput, including for example a keyboard, touchscreen, microphone (forexample, for voice input), mouse, touchpad, trackball, or anycombination thereof. Output devices 27 may be of any type suitable forproviding output to one or more users, whether remote or local to system20, and may include for example one or more screens for visual output,speakers, printers, or any combination thereof. Memory 25 may berandom-access memory having any structure and architecture known in theart, for use by processors 21, for example to run software. Storagedevices 26 may be any magnetic, optical, mechanical, memristor, orelectrical storage device for storage of data in digital form (such asthose described above, referring to FIG. 10). Examples of storagedevices 26 include flash memory, magnetic hard drive, CD-ROM, and/or thelike.

In some aspects, systems may be implemented on a distributed computingnetwork, such as one having any number of clients and/or servers.Referring now to FIG. 12, there is shown a block diagram depicting anexemplary architecture 30 for implementing at least a portion of asystem according to one aspect on a distributed computing network.According to the aspect, any number of clients 33 may be provided. Eachclient 33 may run software for implementing client-side portions of asystem; clients may comprise a system 20 such as that illustrated inFIG. 11. In addition, any number of servers 32 may be provided forhandling requests received from one or more clients 33. Clients 33 andservers 32 may communicate with one another via one or more electronicnetworks 31, which may be in various aspects any of the Internet, a widearea network, a mobile telephony network (such as CDMA or GSM cellularnetworks), a wireless network (such as Wi-Fi, WiMAX, LTE, and so forth),or a local area network (or indeed any network topology known in theart; the aspect does not prefer any one network topology over anyother). Networks 31 may be implemented using any known networkprotocols, including for example wired and/or wireless protocols.

In addition, in some aspects, servers 32 may call external services 37when needed to obtain additional information, or to refer to additionaldata concerning a particular call. Communications with external services37 may take place, for example, via one or more networks 31. In variousaspects, external services 37 may comprise web-enabled services orfunctionality related to or installed on the hardware device itself. Forexample, in one aspect where client applications 24 are implemented on asmartphone or other electronic device, client applications 24 may obtaininformation stored in a server system 32 in the cloud or on an externalservice 37 deployed on one or more of a particular enterprise's oruser's premises.

In some aspects, clients 33 or servers 32 (or both) may make use of oneor more specialized services or appliances that may be deployed locallyor remotely across one or more networks 31. For example, one or moredatabases 34 may be used or referred to by one or more aspects. Itshould be understood by one having ordinary skill in the art thatdatabases 34 may be arranged in a wide variety of architectures andusing a wide variety of data access and manipulation means. For example,in various aspects one or more databases 34 may comprise a relationaldatabase system using a structured query language (SQL), while othersmay comprise an alternative data storage technology such as thosereferred to in the art as “NoSQL” (for example, HADOOP CASSANDRA™,GOOGLE BIGTABLE™, and so forth). In some aspects, variant databasearchitectures such as column-oriented databases, in-memory databases,clustered databases, distributed databases, or even flat file datarepositories may be used according to the aspect. It will be appreciatedby one having ordinary skill in the art that any combination of known orfuture database technologies may be used as appropriate, unless aspecific database technology or a specific arrangement of components isspecified for a particular aspect described herein. Moreover, it shouldbe appreciated that the term “database” as used herein may refer to aphysical database machine, a cluster of machines acting as a singledatabase system, or a logical database within an overall databasemanagement system. Unless a specific meaning is specified for a givenuse of the term “database”, it should be construed to mean any of thesesenses of the word, all of which are understood as a plain meaning ofthe term “database” by those having ordinary skill in the art.

Similarly, some aspects may make use of one or more security systems 36and configuration systems 35. Security and configuration management arecommon information technology (IT) and web functions, and some amount ofeach are generally associated with any IT or web systems. It should beunderstood by one having ordinary skill in the art that anyconfiguration or security subsystems known in the art now or in thefuture may be used in conjunction with aspects without limitation,unless a specific security 36 or configuration system 35 or approach isspecifically required by the description of any specific aspect.

FIG. 13 shows an exemplary overview of a computer system 40 as may beused in any of the various locations throughout the system. It isexemplary of any computer that may execute code to process data. Variousmodifications and changes may be made to computer system 40 withoutdeparting from the broader scope of the system and method disclosedherein. Central processor unit (CPU) 41 is connected to bus 42, to whichbus is also connected memory 43, nonvolatile memory 44, display 47,input/output (I/O) unit 48, and network interface card (NIC) 53. I/Ounit 48 may, typically, be connected to keyboard 49, pointing device 50,hard disk 52, and real-time clock 51. NIC 53 connects to network 54,which may be the Internet or a local network, which local network may ormay not have connections to the Internet. Also shown as part of system40 is power supply unit 45 connected, in this example, to a mainalternating current (AC) supply 46. Not shown are batteries that couldbe present, and many other devices and modifications that are well knownbut are not applicable to the specific novel functions of the currentsystem and method disclosed herein. It should be appreciated that someor all components illustrated may be combined, such as in variousintegrated applications, for example Qualcomm or Samsungsystem-on-a-chip (SOC) devices, or whenever it may be appropriate tocombine multiple capabilities or functions into a single hardware device(for instance, in mobile devices such as smartphones, video gameconsoles, in-vehicle computer systems such as navigation or multimediasystems in automobiles, or other integrated hardware devices).

In various aspects, functionality for implementing systems or methods ofvarious aspects may be distributed among any number of client and/orserver components. For example, various software modules may beimplemented for performing various functions in connection with thesystem of any particular aspect, and such modules may be variouslyimplemented to run on server and/or client components.

The skilled person will be aware of a range of possible modifications ofthe various aspects described above. Accordingly, the present inventionis defined by the claims and their equivalents.

What is claimed is:
 1. A system for virtual assistant-facilitatedcontact center communications, comprising: a virtual assistant serverassociated with a contact center and comprising at least a processor, amemory, and a plurality of programming instructions stored in the memoryand executed by the processor, wherein the programming instructions,when executed by the processor, cause the processor to: receive a firstrequest from a consumer virtual assistant application operating on aconsumer device over a network; transmit the first request to aninternal system of the contact center other than the virtual assistantserver; receive from the internal system a second request for additionalinformation related to the first request; and transmit, over thenetwork, a natural language query to the consumer virtual assistantapplication based on the second request.
 2. The system of claim 1,wherein the consumer device is a smartphone.
 3. The system of claim 1,wherein the consumer device is a virtual assistant platform.
 4. Thesystem of claim 1, wherein the network is the Internet.
 5. The system ofclaim 1, wherein the network is a public-switched telephony network.